{"id":4098120,"url":"https://alion.io/job/hcltech-administrator-support-operations-5","title":"Administrator (Support & Operations)","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Budapest, Hungary"],"countries":["HU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-11T21:15:32Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-13T21:13:56Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nThe Service Desk Shift Lead is responsible for leading the day-to-day operations of the Service Desk during assigned shifts, ensuring high-quality support services are delivered to end users in both Hungarian and English. The role combines people leadership, operational oversight, incident management, and continuous service improvement while ensuring SLA compliance and customer satisfaction.\nKey Responsibilities\nOperational Leadership\nLead and coordinate Service Desk operations during assigned shifts.\nMonitor ticket queues and workload distribution to ensure SLA adherence.\nAct as the primary escalation point for service desk agents.\nManage Major Incidents and coordinate with resolver groups to drive timely resolution.\nEnsure smooth shift handovers and operational continuity across regions.\nTeam Management\nProvide coaching, guidance, and support to Service Desk Analysts.\nConduct regular performance discussions, knowledge-sharing sessions, and team briefings.\nIdentify training needs and support skill development initiatives.\nPromote a customer-centric and collaborative work environment.\nService Delivery\nSupport end users in Hungarian/Slovakia/Czech (C1/C2) and English (C1/C2) through phone, email, chat, and self-service channels.\nEnsure incidents and service requests are logged, categorized, prioritized, and resolved accurately.\nMonitor service quality and compliance with established processes and procedures.\nDrive First Call Resolution (FCR) and continuous improvement initiatives.\nReporting & Governance\nPrepare and review shift reports, operational updates, and service metrics.\nAnalyze trends, recurring incidents, and service performance.\nHighlight operational risks, service degradation, and improvement opportunities.\nSupport audits, compliance reviews, and process adherence activities.\nStakeholder Management\nCommunicate effectively with customers, resolver teams, and management.\nProvide timely incident updates and customer communications.\nParticipate in operational review meetings and service governance forums.\nSkill Requirements\nLanguage Requirements\nHungarian: C1/C2 proficiency (Mandatory)\nSlovakia: C1/C2 proficiency (Mandatory)\nCzech: C1/C2 proficiency (Mandatory\nEnglish: C1/C2 proficiency (Mandatory)\nTechnical Skills\nStrong knowledge of IT Service Management (ITSM) processes.\nExperience with ServiceNow, Remedy, Jira Service Management, or similar ticketing tools.\nGood understanding of:\nWindows Operating Systems\nMicrosoft 365\nActive Directory\nVPN and Remote Access Solutions\nNetwork fundamentals\nRemote support tools\nKnowledge of Incident, Request, Problem, and Change Management processes.\nLeadership Skills\nProven experience leading service desk or technical support teams.\nStrong decision-making and conflict-resolution abilities.\nExcellent organizational and time-management skills.\nAbility to work under pressure and manage critical incidents.\nOther Requirements\n5+ years of IT Service Desk / Technical Support experience.\n1-3 years of Team Lead, Shift Lead, or Supervisory experience in a Service Desk environment.\nExperience supporting enterprise customers in a multilingual 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